What if your contact center could do more than answer questions? What if it could predict needs, detect fraud, translate languages in real time, and coach agents as they speak to members? 

In this episode, explore how AI is transforming call centers into strategic experience hubs. From agent assist tools that streamline workflows to virtual agents that replace outdated IVRs, we dig into the innovations shaping the future of member engagement. 

Think a contact center is just about answering calls? Think again. Tune in to discover how AI is reshaping member questions into a strategic advantage.

About Our Guest: 

Reinaldo Torro is an expert in modernizing member engagement with AI innovations for payer contact centers. He uses an interdisciplinary approach to enrich health plan operations using his diverse background as a frontline clinician, Master of Business Administration, Certified Lean Six Sigma Sensei, and various executive positions held with multiple payers, including Aetna, Highmark WholeCare, Coventry Health Care, and United Healthcare.